Orange lost & stolen provide inaccurate information on effect of call bar

Very annoyed with Orange.

My wife either lost her phone or had it stolen yesterday afternoon. I
immediately reported this to Orange, who put a "temporary call bar" on
the phone, pending my wife's confirmation.

She later rang Orange's "Lost & Stolen" team, who told her that they
would send a replacement handset and SIM within three working days. I
then asked them whether my wife would be able to continue picking up
her messages in the meantime, stressing that this was her business
phone.

I was told that, yes, this would be no problem.

About eighteen hours later, it became impossible to access my wife's
voicemail. I rang Orange who told me that her line had been
"blacklisted" and that it would not be possible for anyone to leave her
any message or for us to retrieve any messages that were saved in her
mailbox. What's more, they are not able to divert her number to another
number - apparently this has to be done "from the handset".

I pointed out that this was my wife's business phone and that this was
unacceptable and that I had been misled.

I was told that my wife's account was listed as a "personal account"
not a business account so there was nothing they could do because a) it
was impossible to divert a number once it had been blacklisted; b) it
was impossible to divert a number except from a handset; c) even if it
were possible to divert a number without the handset (!), they would
only do this for business customers; and d) it would take several days
to reclassify my wife as a business customer so there would be no point
in trying to do this at this stage.

I find Orange's attitude to all this to be utterly deplorable and am
therefore trying to disgrace them publicly.

All suggestions on how to remedy this situation or, failing that, on
how to complain more loudly are most welcome.

"janderson" <janderson@volcanomail.com> wrote in message
news:1133109121.084832.273460@z14g2000cwz.googlegr oups.com...
> Very annoyed with Orange.
>
<snip>>
> I was told that my wife's account was listed as a "personal account"
> not a business account so there was nothing they could do because a) it
> was impossible to divert a number once it had been blacklisted; b) it
> was impossible to divert a number except from a handset; c) even if it
> were possible to divert a number without the handset (!), they would
> only do this for business customers; and d) it would take several days
> to reclassify my wife as a business customer so there would be no point
> in trying to do this at this stage.
>
> I find Orange's attitude to all this to be utterly deplorable and am
> therefore trying to disgrace them publicly.
>
> All suggestions on how to remedy this situation or, failing that, on
> how to complain more loudly are most welcome.

Next time, pay for a business account if thats the level of service you
require?

--
Tumbleweed

email replies not necessary but to contact use;
tumbleweednews at hotmail dot com

"janderson" <janderson@volcanomail.com> wrote in message
news:1133109121.084832.273460@z14g2000cwz.googlegr oups.com...
> Very annoyed with Orange.
>
> My wife either lost her phone or had it stolen yesterday afternoon. I
> immediately reported this to Orange, who put a "temporary call bar" on
> the phone, pending my wife's confirmation.
>
Why are you telling us ? Orange have done well placing a call bar and
stopping the phone being used. If your wife is in business I am amazed she
needed you to speak on her behalf.
Orange have stopped unuthorised use of the phone so what are you moaning
about!
Leave it to your wife to sort out.

What level of service might that be? The provision of accurate
information about the level of service?

I am telling the Newsgroup because I don't think it is good service
when the department set up to handle reports of lost or stolen phones
is unable to supply accurate information about the consequences of
placing a "temporary call bar" on a phone line.

I also don't think it is very impressive that Orange are unwilling to
implement a call divert service for all their customers, particularly
if they have had their phone stolen. It is especially feeble given that
they have previously had a mostly functional service that did
accomplish this (Everyphone).

I would suggest you direct your anger at whoever connected her phone in the
first place since there are substantial differences between the levels of
service given to business customers. If your wife's phone is a business
phone, it should have been connected thus which would have given her free
care, free replacement phone and a host of other benefits over the consumer.

The Orange CS staff you have been talking to are only going by the laid down
procedures and will not break from those.

I would suggest that your wife should have been on a business account and
then you would not have these problems. To get her account changed now to a
business one will require her company to be credit checked and an account
transfer agreed which can be quite time consuming especially if "Credit
Referrals" get involved since they are non-customer/non-dealer facing and
can make life hell!

Have you replaced her phone yet? has a new SIM arrived?

"Joe" <Joe.Bloggs@wowthatsgood.com> wrote in message
news:dmf0lh$77c$1@nwrdmz02.dmz.ncs.ea.ibs-infra.bt.com...
>I would suggest you direct your anger at whoever connected her phone in the
>first place since there are substantial differences between the levels of
>service given to business customers. If your wife's phone is a business
>phone, it should have been connected thus which would have given her free
>care, free replacement phone and a host of other benefits over the
>consumer.
>
> The Orange CS staff you have been talking to are only going by the laid
> down procedures and will not break from those.
>
> I would suggest that your wife should have been on a business account and
> then you would not have these problems. To get her account changed now to
> a business one will require her company to be credit checked and an
> account transfer agreed which can be quite time consuming especially if
> "Credit Referrals" get involved since they are non-customer/non-dealer
> facing and can make life hell!
>
> Have you replaced her phone yet? has a new SIM arrived?
>
>

Spot on.
The number of people who call in saying that it's a biz line when it's a
domestic and then say 'Well I use it as a business line' ??

Business CS have access to systems that domestic don't (which you pay for
with a biz line).

You can't have it both ways.